The 2019-20 US Customer Experience Decision-Makers' Guide: CX performance, technology, investment and strategy, based on over 200 interviews with US organizations and 1,000 US consumers.Download full report

The Inner Circle Guide to Fraud Reduction & PCI Compliance: the definitive analyst study of how contact centres can reduce fraud and become PCI compliant. Download full report

The Inner Circle Guide to AI, Chatbots & Machine Learning: the definitive analyst study of how artificial intelligence and machine learning can be used in the contact center. Download full report

US Contact Centers 2019-2023: The State of the Industry & Technology Penetration: the definitive study of the industry. The size, shape, structure and future of the US contact center industry, with technology penetration and forecasts to 2023. Download report details

The US Contact Center Decision-Makers' Guide 2018-19: performance, technology, HR and strategic direction, based on over 200 interviews with US contact centers. Download 2018-19 Full Report (registration required)

The Inner Circle Guide to Omnichannel (2nd edition): the definitive analyst study of the use of digital channels in customer contact. Download full report

The Inner Circle Guide to Cloud-based Contact Center Solutions (3rd edition): the definitive analyst study of the business drivers, technology and market for cloud solutions - free. Download full report

The Inner Circle Guide to Customer Interaction Analytics: the definitive analyst study of how speech and interaction analytics can be used to influence cost, profitability and quality. Download full report

The Inner Circle Guide to Self-Service - the definitive analyst study of how intelligent automated service - via IVR, speech, virtual agents, mobile and social channels - fits into the customer contact mix. Download full report

The Inner Circle Guide to Multichannel Workforce Optimization: major analyst study into the usage and future of workforce optimization. Download full report

The Inner Circle Guide to Outbound & Call Blending: the definitive analyst study of the outbound industry. Download full report

The Inner Circle Guide to PCI DSS Compliance in the Contact Center: the definitive analyst study of what PCI DSS compliance means to contact centers, and how they can become compliant. Download full report

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